Frequently asked questions
What are your opening hours?
- We are open 9.00am to 5.30pm - Monday to Friday.
How do I get to your offices?
- If you have any questions relating to an invoice you have received, please contact our administration department on 01275 850500 quoting the invoice number you are querying.
What are your support hours?
- Our support department is open between the hours of 9.00am to 5.00pm - Monday to Friday.
- There are two ways of logging a support call:
- When you log a call through our reception desk you will be asked about the urgency of your query (not urgent, little urgency, reasonably urgent and urgent). This will help our support analysts deal with any calls in the most efficient manner. However, If your query is time critical (for example, payroll) please inform the receptionist who is logging your call and they will mark it as critical.
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The hierarchy for escalating a support call is as follow:
Mike Day - Nursery Care
Mike Day - Domiciliary and Agency Care
Paul Anderson - Residential Care- Steve Wilson - Technical Director
- Either call us on 01275 850 500 and ask to speak to a member of the Sales Department or fill out the enquiry form on this web site. A sales consultants will call you back as soon as possible.
- Please fill out the enquiry form on this web site indicating which sectors or solutions you would like further information on and we will send you the appropriate brochures.
Do you have a demonstration CD/DVD of your product?
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The Coldharbour product suites cover a wide range of applications and a CD/DVD demonstration would not provide a full reflection of the functionality of our highly parameterised solutions. Our philosophy is very much based on a consultative approach with all prospective clients to discuss each aspect of your business, the potential drivers for change as well as your individual requirements.
How much do your solutions cost?
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The total cost of our solution set is dependent on a number of factors, for example:
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The configuration your business wishes to adopt (centralised, decentralised, partially decentralised)
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The number of users who will be accessing our software products
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The technical platform you choose (third party supplied, Coldharbour supplied or Coldharbour Hosted Services)
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Training methods (e.g. classroom based, on-site or e-learning)
Our industry respected consultants will provide you with detailed costings following qualification of your requirements.
What are your annual support costs?
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We provide comprehensive remote access and on-site support on all Coldharbour supplied software and hardware. Maintenance is charged annually with detailed costings being provided by our consultants following initial qualification of your requirements. Long term maintenance discounts are also available.
What is the minimum specification for PCs to run your software?
- PC with 2 gigahertz (or higher) processor clock speed.
- 512 megabytes (MB) of RAM or higher.
- 1.5 gigabytes (GB) of available hard disk space.
- Super VGA (800 x 600) or higher-resolution video adapter and monitor.
- Keyboard and Microsoft Mouse or compatible pointing device.
- Microsoft Windows 2000/XP or Vista.
Do Coldharbour provide fully managed services?
- Yes, Coldharbour provide fully managed Hosted Services.
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All clients have access to release notes which are available on this website. You will need a user name and password. Our support desk can provide this.
How can I obtain latest software manuals?
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Manuals are available either as printed copy or electronically. Please enquire via the support desk.
How do I request a modification to a Coldharbour software package?
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We prefer software change requests to be provided on our own form. Download a PDFof the software change request form. (You will need your client login to access this document).
How much do software changes cost?
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This varies depending on the amount of work commissioned. However once a signed specification has been agreed the price is fixed.
How long do software changes take to be delivered?
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Obviously, this is influenced by the scale of the work. However in general you should allow 12 weeks. We release updated versions of our major products at least once a quarter and try to integrate changes within this release cycle.
I think I may have found a problem in the software, how do I report it?
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Contact the support desk. They will escalate the issue to the Coldharbour development team, if this proves necessary.
I am thinking of upgrading my accounting system or payroll, do I need to tell Coldharbour?
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Coldharbour products integrate with most accounting and payroll systems. Once you have an interface process established you must give this consideration before upgrading any of the components involved. We test all interfaces on specific versions of targeted accounting and payroll systems and always re-test if these products are revised.
What are my options for training?
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On site
Training held at our client's offices.
Classroom based
Training held at Coldharbour's training facility in Bristol or at a client's dedicated training centre.
E-learning
Remote training either by viewing prerecorded sessions or by joining an on-line instructor led event.
Read more about our training services.
How much training do I need on your applications?
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The amount of training will differ from one company to another, according to the individual budget, skill set and business requirements. The level of training required will also correspond to the chosen solution implemented. Coldharbour will work closely with you to develop a programme of training that meets your peoples needs, allowing them to progress rapidly and for you to obtain immediate benefit on your investment in a Coldharbour solution.
What is the length of a standard training day?
- A training day usually starts at 10am and finishes around 3.30pm.
After signing an order with Coldharbour Systems, when would the initial project management day usually take place?
- This will depend upon arranging mutually agreeable dates for all concerned, but will be within 4 weeks from date of signing.
Will the implementation services team create a project plan?
- If there is a project management provision on the order, then a project plan will be created after the initial project meeting.
Will you be able to advise us on the timescales for a project like ours?
- The implementation services team have many years of experience implementing projects and will always provide help and advice relating to suggested timescales.
